Spliff Cafe Fourways

Formal Complaint

FORMAL COMPLAINT To: Management, Spliff Cafe Fourways CC: National Consumer Commission / Consumer Goods and Services Ombud (as applicable) From: Shaheed Khan Date: 25 July 2026 Re: Repeated Product Misrepresentation and Verbal Abuse by Staff at Spliff Cafe Fourways I am writing to formally complain about a series of incidents at Spliff Cafe Fourways between 4 July 2026 and 25 July 2026, involving repeated misrepresentation of products sold to me and verbal abuse from a staff member identifying himself as "Chris," who states he is the father of the store's owner. Background I have been a regular customer at this branch, purchasing my preferred product (Moon Settler brand, dab-infused pre-rolls) on a weekly basis for medicinal purposes, specifically to manage insomnia. I noted a decline in service quality coinciding with staff turnover at the store. Incident 4 - 5 July 2026 I purchased what was sold to me as a dab-infused pre-rolled tube. On returning home, I discovered it was hash-infused, not dab-infused. I called the store, acknowledged I had not double-checked the product before leaving, and asked for an exchange since the error originated with them. The staff member who answered was rude, refused to give his name, and falsely claimed his name was "Spliff." The store agreed to exchange the product and compensated me with a R20 discount on a replacement pre-roll for petrol costs incurred. Incident 18 July 2026 I returned to purchase my usual product. The store did not have it in stock and instead offered me a hash-infused pre-roll. I spoke to a man who identified himself as Chris, the father of the store owner. I raised concerns about the previous incident and about staff conduct. I explicitly asked for a dab-infused product. Chris insisted the product was dab-infused, claiming that hash, if present, would visibly show on the outside of the rolling paper (similar to kief), and stated that any error would be the supplier's fault, not the store's. Based on his assurance, I purchased the product. On returning home, I again found it was hash-infused, not dab-infused. Incident 25 July 2026 I returned to the store to raise this second instance of misrepresentation. Chris again insisted the product was dab-infused. I called my wife, who advised against purchasing again given the prior false assurance, and asked to speak with Chris directly. When she raised the pattern of incorrect products and questioned the "supplier error" explanation, Chris became defensive, then hostile — he swore at us, thrust my phone back at me, and told me in front of other customers that I did not have to shop there. This was witnessed by other customers present at the time. Following this, I left and drove to the Spliff Cafe Midrand branch to verify the product in question. A staff member there confirmed the correct product to me and, on hearing what had happened, acknowledged that I had been given incorrect information at the Fourways branch and compensated me with a correct, dab-infused pre-roll. Evidence Recorded phone call from 4 July 2026 (store call recording, retained on my phone) Recorded conversation with staff at the Midrand branch confirming the misrepresentation Witnesses present at the Fourways branch on 25 July 2026 who observed the verbal exchange Basis of Complaint This conduct raises concerns under the Consumer Protection Act, including: Misrepresentation of goods sold (product sold as dab-infused was repeatedly hash-infused) Failure to deal with me honestly, as a consumer, in good faith Treatment that was disrespectful and abusive, inconsistent with my right to fair and dignified treatment as a consumer Requested Resolution A formal acknowledgment from Spliff Cafe Fourways management of the repeated misrepresentation of product and the conduct of the staff member "Chris" on 25 July 2026. Confirmation of what corrective action will be taken regarding staff conduct at this branch. Written assurance that accurate product information will be provided to customers going forward, including simply disclosing when stock of a specific product is unavailable rather than substituting and misrepresenting an alternative. I am raising this matter formally because I believe no customer should be misled about what they are purchasing, nor treated in a disrespectful or abusive manner, and I would like this addressed appropriately rather than repeated with other customers. I look forward to your response. Regards, Shaheed Khan